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Fail to register mobile device to Web Security Service (Cloud)

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Article ID: 168926

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Updated On:

Products

Web Security Service - WSS

Issue/Introduction

Following a registration attempt, the user is unable to login to Android or iOS devices; that is, the Mobile Device Manager (MDM) failed to login with the created account.
  • For iOS, you performed the following steps and the last part failed (open the app from iOS to login (Step2-1)).
  • For Android, you performed the following steps and the last part failed (open the app from Android to login (Step2-3)).

Your domain ends with two characters, such as example.com.tw.
Unified Agent successfully logs in with this domain.

 

Cause

The users' email addresses must reside in the Email field of the users profile.

Resolution

The most common cause for mobile device registration failure is a miss-configuration in Active Directory.
To register the device, the users email address must reside in the Email field of the user's profile.

Attempt the following:
  1. In Active Directory Users and Computers, look for the user user.name.
  2. Right-click the username and click Properties.
  3. On the General tab, look for the E-mail text box.
  4. Verify that E-mail: is set to [email protected].
  5. Test.
If the above does not solve the problem, try a different email domain.

For example:
Instead of configuring example.com.tw as their email domain, use example.com (make sure they also update the user-profile in AD again).

This should resolve the issue.
 
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